Overview
AI Chatbot & Conversational Design Specialist
Step into a role where AI isn’t theoretical - it’s already live, evolving, and making an impact. You’ll be working on a production-level LLM chatbot integrated with Intercom, handling real user traffic and data. This is a rare opportunity to directly shape performance through metrics like resolution rate, CSAT, escalations, and cost per resolution. You’ll also play a key role in an expanding AI roadmap, contributing to new use cases, international rollout (including Spain), and future platform integrations.
Environment
* International, collaborative team with strong UK leadership and local integration in France
* Hybrid setup with flexibility: remote work plus regular collaboration time in Lyon
* Travel between the UK and Lyon during onboarding for a smooth transition
* Modern offices in Lyon, conveniently located near Part-Dieu station
What you’ll be doing
* You’ll take ownership of chatbot performance and continuous improvement across French and UK markets
* Design, test, and optimise chatbot prompts in French and English
* Build and manage a structured continuous improvement cycle
* Audit and enhance the knowledge base (Intercom Articles)
* Collaborate with business teams to keep content accurate and up to date
* Create and maintain performance dashboards (resolution, CSAT, escalations, cost)
* Deliver regular insights and reporting to the Head of Operational AI
* Identify anomalies and optimisation opportunities within Intercom
* Support chatbot expansion into new products, use cases, and markets
What we’re looking for
Technical expertise
* Experience working with chatbot platforms (Intercom preferred; Zendesk AI, Ada, LivePerson, Drift also considered)
* Proven experience improving chatbot performance through prompt design
* Strong understanding of LLM concepts (grounding, retrieval, hallucination)
* Confident in building reports using Excel or Google Sheets
* Experience managing structured knowledge bases (Intercom, Zendesk, Notion, Confluence, etc.)
Behavioural skills
* Native-level French and fluent English (C1/C2)
* Highly autonomous and comfortable working across international teams
* Structured, methodical approach with the ability to think strategically
* Curious and forward-thinking, especially about applied AI
Nice to have
* Experience in international or multi-market environments
* Familiarity with the construction sector or compliance platforms
Why this role stands out
This isn’t a maintenance role - it’s an opportunity to actively shape how AI is used across a growing international business. You’ll combine hands-on optimisation with strategic input, working at the intersection of AI, operations, and customer experience.
Interested? Please Click Apply Now!
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